Team Leader/Rota Coordinator

Job overview

The post holders will have specific responsibility for leading and coordinating the administrative functions of the inhouse team based within the trauma and orthopaedics department.

The post holders will provide day-to-day management of the administration teams always ensuring consistent levels of cover in line with service needs, providing a high quality and efficient service to patients and supporting the team.

The post holders have responsibility for the delivery of key performance indicators associated with the outpatient services and the effective leadership of the teams.

Main duties of the job

• Responsible for the day-to-day management of the administration team.
• Ensure that all staff work effectively and to the required level of competency.
• Conduct annual appraisals for all staff and regular one-to-ones to identify training and development needs.
• Provide appropriate training and induction to newly appointed staff (including bank staff) to ensure that they are effective in their roles.
• Participate in the recruitment and selection of staff in line with Trust policies.
• Responsible for patient’s experience, investigating complaints, analysing feedback and survey results and produce and undertake any action plans.
• Deal with patient issues/complaints on the telephone or face to face at gates to resolve the difficulties.
• Monitor annual leave, study leave, sickness absence etc and ensure that areas are adequately always covered including ensuring all consultant leave is documented and any clinical commitments are suitably covered.

Detailed job description and main responsibilities

• To contact patients around changes in clinics (particularly if short notice cancellations are necessary).
• To assist with the build of ad hoc clinics, outpatient template changes and with consent clinic
• To deal competently with telephone enquiries and take appropriate action
• To assist with team’s workload as requested by Line manager.
• Assist line manager in actioning and investigating complaints
• To assist Line Manager with the audit/data collection and reports as necessary
• To assist in the day-to-day management of the outpatient support team activities as required by the Line Manager
• To provide supervision of Band 3s and Band 2s within the Inhouse team, to raise and discuss any issues with Line Manager
• To deputise for line manager at meetings as necessary